Date Received: 2023-02-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Chase includes purchase protection through card benefit services. I filed a claim a full month ago and every time I call I am told the claim will be completed within 5 business days. It's clear now that the benefits I pay for with Chase are not being provided. Chase has refused a refund of their fee for these benefits and refused to provide any support to resolve the pending claim. Doing a quick XXXX search reveals that this is a common occurrence with Chase and their XXXX XXXX XXXX. The Chase representatives simply hang up on you and continue to state there is nothing they can do to help. Effectively, Chase is collecting fees and not rendering the services promised. I believe this to be a form of fraud and would like a formal investigation conducted into this practice.
Company Response:
State: CA
Zip: 94598
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I used a Chase Visa debit card at an international ATM in XXXX XXXX, XXXX on XX/XX/2022 in an attempt to withdraw about $ XXXX. I tried several times to access funds and my transactions were denied with the exception of one which was approved but no funds were ever dispersed from the ATM during the transaction. During the transaction, the machine allowed me to select which bills I would like to receive and made the sound like it was disbursing the funds from the machine. I was surprised no money came out. At the moment, I did not realize the transaction was technically approved. I called Chase to ask why my card was being denied and it was in that moment, the representative told me the transaction was processed. I filed a dispute and the transaction was reversed. Weeks later, Chase reversed the dispute resolution in my favor and pulled the money back from my account. Their customer service representative told me I would need to open up an investigation against the bank in XXXX. When I told them my relationship is with Chase, they told me there is nothing they can do because I decided to use the card at an international ATM and in their initial request to the bank, the bank reported the funds were released. As a long-time customer with no complaints like this, I was shocked to see the lack of responsiveness from Chase. With inflation and bank fees taking what little extra money I have, this claim is very important to me and I was very distraught to hear Chase 's lack of process to help a customer in this case. I only used my card in this case because Chase allows me to use international ATM but they take no responsibility for actually resolving a customer 's problem when their normal process does not work. It can't be possible to allow a bank to allow a customer to lose money like this.
Company Response:
State: SC
Zip: 29803
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: Dear cfbp team, I got scammed and someone took {$17000.00} from my bank account via ACH transfer from my chase business bank account. When I take a look at my bank account the amount disappeared from my bank account. I have been open a dispute with my bank account they said it's gon na take 15 days to investigate. Its been more than 15 days and did not hear from them, but I call them to check the status of my dispute and they said that their investigation rejected the dispute. However, now my account is overdraft {$2100.00} and want my money back so I can utilize my money. However, I save my money for my son to go to school. Now, this happens and my business chase bank denied the dispute. I want cfpb team to review my case and take action to get my money back. I am really depressed and do not know what to do. I am XXXX XXXX XXXX. Business name : XXXX XXXXXXXX XXXX account number : XXXX
Company Response:
State: LA
Zip: 70065
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: {$10000.00} was taken from my account on multiple dates in XXXX through XXXX XXXX. Although I did at one point have XXXX XXXX, my current bank account is not attached to it. I have taken an image of my XXXX XXXX and the bank account attached to it, which is a closed account from a different bank. Also, my current banker, Chase Bank, states that my fingerprints were used to withdraw this money from my savings and they pinpointed the location, which is XXXX, CA. I live in XXXX and work in a prison located in XXXX XXXX. I can prove I was at work on the alleged days I was supposedly in XXXX. I talked to the claims representative, and they said the case was close because biometrics, fingerprints, were used. I feel this is negligence on their part and not being able to protect my money. The money was withdrawn from same location, in XXXX, CA on the following dates : XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XXXX and XX/XX/23. Furthermore, even the bank tellers are confused as I am, on how they could withdraw so much money from my savings account and there were no notifications from the bank that this money was being withdrawn. Thank you.
Company Response:
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: After review of my consumer report with XXXX XXXX I determined inaccurate negative data on my report containing JP MORGAN CHASE JP MORGAN CHASE Account # : XXXX and Account # : XXXX Bank Routing # : XXXX
Company Response:
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Other transaction problem
Subissue:
Consumer Complaint: I was using Chase atm located on XXXX XXXX in XXXX Texas XXXX on Saturday at XXXXXXXX XXXX I proceeded to said ATM and inserted my card put pin in and choose cash deposit ATM asked me to proceed with entering my cash as I entered the cash by hand the ATM proceeded to close in order to count money I could hear the ATM making robotic noises then a redish Marroon prompt popped up on the screen stating there was an error with a number attached. The prompt stated there was an error and in order to secure my deposit I needed to call but when I called there was only automated services and I could not get to a human representative I been waiting since Sunday XX/XX/XXXX with no answer to my problem I understand there is a ten day investigative period but that was all the money I had I have XXXX kids and no money to live on a daily basis iv contacted chase and they just keep saying there looking into it never happen to me ever before for forty years I need help with this situation it's stressing me beyond the point
Company Response:
State: TX
Zip: 76049
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX, I purchased a vacation package from XXXX XXXX XXXX. They required a payment of {$420.00} which I paid that day and it posted to my Chase credit card on XX/XX/XXXX. My second payment of {$380.00} was made on XX/XX/XXXX, and posted to my card on XX/XX/XXXX. My vacation package was for XXXX XXXX cruises XXXX XXXXXXXX XXXX hotel stays which can be used over the next XXXX years via XXXX # XXXX XXXX. I was promised XXXX different destinations for my hotel stay such as XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX, and much more. On XX/XX/XXXX, I called XXXX XXXX and was told that my first hotel stay had to be in XXXX. This was a red flag and I wanted to cancel my package as I have family near the other destinations mentioned and I have been to XXXX so many times I didnt want to go back. XXXX XXXX would not honor their original offer nor issue a refund. As such, I called my card issuer in XXXX XXXX XXXX and Chase said they would look into it. Then they basically told me that they had a recording of me saying I agreed to the terms and conditions so they would not fight these charges for me. I felt defeated but wasnt left with much else of an option except to use the certificate for XXXX so I could take advantage of the remaining vacation trips. So in XX/XX/XXXX I called XXXX XXXX and was told that they changed the name of their company and I have to pay them additional funds to book anything at this point. They are not willing to honor anything without me giving them more money which is complete fraud! I called Chase back and they told me that my original complaint wasnt even submitted as a vacation package. It was submitted as a time share which is not the case. The supervisor XXXX agreed that I should receive a full refund. I am requesting a full refund from Chase as they did not protect me from the beginning when I warned them of the consumer fraud and my initial chargeback was filed incorrectly. Ive been with Chase for quite a while now and at the very least this should be done as a onetime courtesy credit.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have never been treated so disrespectfully in my sixty plus years of dealing with National Banks as Chase Bank is treating me today. I have deposits in demand accounts Ive had at Chase for more than twenty years that today exceed {$13000.00} that I need to pay bills and expenses I have incurred and Chase, without just cause, has frozen my accounts and refused to honor bills I have scheduled for payment! Last XXXX, claiming new Federal regulations required me to provide additional information on ownership of my account, I immediately went to my local Chase branch at XXXX XXXX XXXX XXXX XXXX, XXXX, Arizona. After determining the branch did not really know what was required and they had no notice of such demands, I finally found the information they needed concerned terms of a Trust agreement to which I was the sole trustee. That same day I provided ChaXXXX with a sixteen-page Summary of Trust drafted by my attorney that clearly spells out both current and successor trustee provisions of the trust. Refusing to identify what information they required, so called officials of their Compliance department claimed that more information was required, and they demanded unconditional access to my XXXX00 page trust agreement! After threats to close the accounts that included a ridiculous demand that I provide an affidavit of Trustee resignation from my wife who had died four years earlier. After explaining a dead person could not sign such a document they still were not satisfied. Finally on XX/XX/2023, they refused to pay checks on my account, falsely claiming insufficient funds ( see attachments ), and froze my access to the funds. Now for the sixth time I returned to the bank branch asking for specifics on what they required. After repeated demands that I provide the entire Trust document, they decided they had to see my address as Trustee in the agreement! For heavens sake did they really believe that after I returned to their bank branch six times in response to their letters that they did not have my address! That is astonishing! Today, some six days after I signed a notarized affidavit regarding my identity and my address, I still have no access to my funds. This heavy handed denial of customer rights is simply not justified in my opinion. I would sincerely appreciate the intervention of the CFPB as I need access to my funds to pay bills. Their denial is absolutely unjustified, and I need your help to force Chase to release my funds.
Company Response:
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Is JP Morgan and Chase XXXX Bank. I don't have access to my main investment accounts. I need access to all my accounts. I don't have access to the JP Morgan and Chase XXXX XXXX I don't have even access to the XXXX XXXX XXXX with JPMorgan and Chase XXXX are the insurance agency forest that I don't have access to? None of my accounts with JP Morgan and chaseco and I need access to all of them
Company Response:
State: MS
Zip: 392XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: During boarding on the flight airport check-in kiosk requested to pay charges for luggage otherwise I would be denied boarding. When complained to airline ( XXXX XXXX XXXX ), the airline confirmed in the official email that the charge was a mistake since the luggage fee was included in the ticket price and my charges should be reimbursed. I tried multiple times to contact the company that made charges during check-in ( XXXX XXXX XXXX ) but received no responses. Chase credit card did not help me to reverse charges and refused to help with the dispute resolution after I faxed all necessary proofs ( letter from airline ) that charges were mistaken and I should not be charged in amount of {$150.00} on XXXX XXXX. So I was charged for a service that I did not receive. Please help
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A